AI in Customer Service: What Changes for Agents, When Humans Step In and How to Measure AI

Vancouver, BC, Oct. 06, 2026 (GLOBE NEWSWIRE) -- As enterprise contact centers move AI past the pilot stage, their leaders are converging on the same short list of questions about where AI fits, what changes for human agents and how to manage it once it is live. TELUS Digital, a customer experience transformation partner that operates the full AI value chain with enterprises, including training, building, running and protecting AI, has published its answers to the four questions support leaders ask. The company's position across both contact center operations and enterprise AI shapes how it answers them. The goal is better outcomes for the business, the customer and the agent, delivered through whichever technology fits the use case, whether that is TELUS Digital's Fuel iX™ platform or a partner's.